服务质量
服务质量
移情
营销
维数(图论)
服务(商务)
业务
质量(理念)
可靠性(半导体)
顾客满意度
感知
竞赛(生物学)
数学
工程类
心理学
社会心理学
生态学
哲学
功率(物理)
物理
认识论
量子力学
神经科学
纯数学
生物
作者
V. K. Shobhana,D. Poornima
出处
期刊:Asian Journal of Research in Banking and Finance
日期:2012-01-01
卷期号:2 (5): 51-63
摘要
Bank customers in the present changing scenario of banking, see an exciting explosion of choices and options regarding banking products and services. Bankers have realized that competition can be well managed by differentiating through quality. Service quality has become crucial in establishing and sustaining satisfying relationship with the customers. Parasuraman, Zeithaml and Berry (1985) defined service quality as a measurement of the difference between customer expectation and their perceptions of the service experience. They proposed five dimensions of service quality such as Tangibles, Reliability, Responsiveness, Assurance and Empathy. The present study is based on this SERVQUAL scale, covering 200 customers of the select commercial banks located in Erode District of Tamil Nadu. Factor Analysis has been employed to analyse the data. The findings of the study indicated higher gaps for the service quality dimension Empathy’. Further, customer expectation and perception scores do not support the five factor SERVQUAL proposed by Parasuraman, Zeithaml and Berry (1985).
科研通智能强力驱动
Strongly Powered by AbleSci AI